FAQ’S

Happiness Guarantee

Your happiness and wellbeing is at the core of what we do – so if something is not quite right just let us know! When you order with us, you are fully covered by our happiness guarantee, which means that if you are not 100% happy with your purchase we will work with you to find a replacement that suits you. Email us at: support@valentte.com

Find Your Answer:

Payment Methods

What are the options for payment?

Pay your way – we’ve got a variety of secure and convenient payment options, so you can choose whichever method is best for you!

How do you use Klarna or Clearpay?

  1. Add your items to your basket and proceed to checkout.
  2. At the payment stage, select Clearpay or Klarna as your payment option.
  3. You’ll be redirected to their platform to create an account or log in.
  4. Choose your preferred payment plan (usually 4 interest-free instalments or pay later options).
  5. Complete your purchase — your order will be processed as normal, and you’ll pay over time!

It’s quick, secure, and helps spread the cost!

Products And Order Issues

I have an issue with my order, What do I do?

The best thing to do is to contact our friendly, reliable customer service team who will be happy to help. Email us at support@valentte.com or call us on 0800 086 9311.

Is it possible to send my item as a gift?

Yes, you can send your order directly to your gift recipient!

To include a personalised gift message, just follow these steps:

  1. Type “gift message” into the search bar.
  2. Enter your custom message.
  3. Add it to your basket — it’s completely free!

Here’s the direct link to make it even easier: Personalised Gift Message – Valentte.com

At checkout, you’ll be able to add the recipient’s name and delivery address. When you reach the shipping section, simply tick the box that says “Ship to a different address” – and you’re all set! Your gift will be on its way in no time.

Will my order arrive in a white gift box?

If you buy our items separately, each item will be placed in its own box. However, if you purchase any of our gift boxes, items will be packaged together in our signature white gift box. You can build your own 3 item gift box by clicking the link below:

Build Your Gift Box – 3 items – Valentte.com

Or try our Best Selling Gift Box with a candle, diffuser and room mist.

Best Selling Gift Box – Valentte.com

I can’t smell my Reed Diffuser as strongly as I expected to, is there anything I can do?

Let the reeds soak in the diffuser when you first insert them and then flip them after it’s been left overnight. This should then activate the scent. You can manage the fragrance output by adding or taking away reeds. More reeds means a stronger scent, but this will use up the oil faster! Also, check the room temperature – diffuser reeds emit the fragrance better at ambient temperatures.
If you are still unhappy with your diffuser, contact customer services who will be happy to help!

I have used different reeds before with other companies. Can you tell me more about your reeds.

Our premium fibre reeds are manufactured specifically for this purpose. Their structure and composition is designed for optimal fragrance diffusion. The pores are consistent in size, allowing the fragrance oil to saturate the reed steadily, producing a constant fragrance throw.

How can I stop my candle tunnelling around the wick?

Firstly, please make sure that when burning the candle you do so for at least 2 hours or until the top layer of wax has melted to the edges of the glass. The candle wax will then use this as a template to follow next time it burns. This will stop the wick tunneling down and help it to burn evenly. 

There is a mushroom shape at the top of my candle wick, what does that mean?

This is totally normal for our candles – it sounds like the wick needs trimming. Because our candles are very heavily scented, you may see mushrooming at the end of the wick. We suggest you trim the wick to around 5mm before each burn to remove the mushroom tip.

The pump on my body lotion or hand wash isn’t working properly. How can I fix it?

Have you tried screwing the collard on the bottle tightly, right the way down? This might sound like an obvious solution, but we find this is the most common reason for pumps not working! If you are still having issues, please contact our Customer Service team who will be happy to help.

What scent is my diffuser?

Our products arrive in uniform packaging. You can identify your product by checking the sticker on the bottom of the vessel itself.

Recommendations

I have never shopped with you before, what scent would you recommend?

Our most popular scent is Lemongrass and Rosemary, a fresh, fruity and uplifting scent, great for a large kitchen or bathroom. If you are looking for a spa-like scent, try White Neroli and Lemon, or for something more musky, we recommend you try Patchouli and Eucalyptus.

I would like my candle/diffuser to fill a large space, what scent would you recommend?

Lemongrass and Rosemary, White Neroli and Lemon and Patchouli and Eucalyptus are our strongest scents and work well in large rooms. Remember to not put your diffuser or candle in front of a draft or window to make sure you maximise on the smell! Reed diffusers work best in warmer temperatures.

I don’t like really strong smells, which fragrance would you suggest?

Our Darling Rose, Jasmine & Rosewood or Mediterranean Lemon & Amber scents are less intense and not too overpowering.

How long should I burn my candle for?

Our candles have a 40 hour burning time; we recommend burning them for a minimum of 2 hours and maximum of 4 hours each burn. When there’s 10mm of wax left at the bottom of the glass, it’s time to stop burning your candle – burning the candle right down to the bottom can cause the glass to overheat.

Is there anywhere I should not put my diffuser?

Reed diffusers should not be placed on delicate surfaces as some fragrance oils can damage surfaces. We have added a note on the bottom of our diffusers and refills asking customers to please be careful when flipping the reeds. You should also avoid putting your diffuser in direct sunlight. UV light can change the colour of the oil!

Promotions & Newsletter

How do I sign up to receive offers and promotions?

You can join the thousands of happy customers on our mailing list. We’ll email you with daily offers and new products and promotions. You can even manage how many emails you wish to receive from us. It’s quick and easy to sign up! Join The Newsletter – Valentte.com  

How do I write a review?

We’d love to hear your review! You can leave a review by visiting our website and finding the product that you have bought, then click on the ‘Write A Review’ section and fill in the online form. Once you are happy with your review, click ‘Submit’. 

If you have an issue with your item, please contact customer services who will be happy to help resolve your issue before leaving a review. Thank you for your time in leaving a review – we really appreciate it!

How does the multi-buy work?

You have the option to get either a 10% discount for 2 items or a 15% discount for 3 items. Just remember, it has to be the same product to get the discount.

Once you add an item to your cart, you’ll see some orange buttons. Simply click on the discount you prefer, and you’ll see the price change. Then, you can proceed to the next checkout stage, where you’ll see how much discount has been applied.

How do I add the free product?

Orders over £50 qualify for a free product, You will need to add a coupon code on the first stage of the cart to ensure it adds onto your order. You can watch this video to help further:

Coupon Freebie – Valentte.com

Other

What is your returns policy?

We understand that in some instances, you will need to return an item due to a change in circumstances, incorrect sizing, or simply changing their mind. We offer a 90-day money-back guarantee on all purchases; simply email us at support@valentte.com for more details.

Do you sell your products in shops?

We don’t sell our range through shops. We sell our products directly from where they are produced, in our warehouses in Winsford to our customers. This means we can ensure that our customers are receiving the best quality products, at the best prices.

Are your products Organic?

All of our products are made with pure and natural ingredients – we use organic ingredients where we can! We use organic ingredients in every one of our products, but they are not all 100% organic.

Are your products Vegan?

Everything apart from cracked heel treatment is completely suitable for vegans! The cracked heel treatment contains beeswax.

Are your products suitable for animals?

Our products are all-natural and are made from natural botanical oils however, different products may affect certain animals differently. Also, note that none of our products are edible and should be kept well out of reach.

One of our busiest shows each year has been Crufts, where we sell our products to hundreds of pet owners. If you are at all unsure, we would recommend you look up each essential oil to see it’s different properties with relation to different animals or speak to your vet.

Not Found What You Need? Contact Us!

Support Chat

Message Our AI Support Chat!

Phone Lines

Monday – Friday: 08:00 – 20:00
Saturday – Sunday: 08:00 – 16:00

0800 086 9311

Email Support

Monday – Sunday
support@valentte.com

Customer Reviews

Based on 28964 Reviews.

07/07/2025

Moyra Smith

Reed Diffuser – Geranium & Garden Mint

I love this fragrance! Having been given a Valentte gift box a few years ago I was a convert to...

06/07/2025

Susan Glew

Reed Diffuser – Orange Blossom & Petitgrain

gorgeous natural smelling scent, love all Valentte home fragrance.

06/07/2025

Marie

Reed Diffuser – Pure Lavender

I love this one best. Been buying this for years.

05/07/2025

Tracey King

Reed Diffuser – Lemongrass & Rosemary

Absolutely love this product the smell is amazing and lasts right to the end

05/07/2025

Pat Wood

Reed Diffuser – Sea Salt

This is the first time I have tried this fragrance and I wasn't disappointed its lovely and fresh,smell really clean...

04/07/2025

Anne Cook

Reed Diffuser – Bergamot & Lemon

I have many of these diffusers but my favourite are all the citrus ones, mostly lemon eg. lemon & rosemary,...

04/07/2025

Anne Edgeworth

Reed Diffuser – Lemongrass & Rosemary

A friend introduced me to Valentte and now it’s my go to for diffusers and candles! The Lemongrass & Rosemary...

03/07/2025

Ailsa

Reed Diffuser – Lemongrass & Rosemary

Lovely, fresh smell. I'll definitely be getting this again!

FAQ’S

Happiness Guarantee

Your happiness and wellbeing is at the core of what we do – so if something is not quite right just let us know! When you order with us, you are fully covered by our happiness guarantee, which means that if you are not 100% happy with your purchase we will work with you to find a replacement that suits you. Email us at: support@valentte.com

Find Your Answer:

Payment Methods

What are the options for payment?

Pay your way – we’ve got a variety of secure and convenient payment options, so you can choose whichever method is best for you!

How do you use Klarna or Clearpay?

  1. Add your items to your basket and proceed to checkout.
  2. At the payment stage, select Clearpay or Klarna as your payment option.
  3. You’ll be redirected to their platform to create an account or log in.
  4. Choose your preferred payment plan (usually 4 interest-free instalments or pay later options).
  5. Complete your purchase — your order will be processed as normal, and you’ll pay over time!

It’s quick, secure, and helps spread the cost!

Products And Order Issues

I have an issue with my order, What do I do?

The best thing to do is to contact our friendly, reliable customer service team who will be happy to help. Email us at support@valentte.com or call us on 0800 086 9311.

Is it possible to send my item as a gift?

Yes, you can send your order directly to your gift recipient!

To include a personalised gift message, just follow these steps:

  1. Type “gift message” into the search bar.
  2. Enter your custom message.
  3. Add it to your basket — it’s completely free!

Here’s the direct link to make it even easier: Personalised Gift Message – Valentte.com

At checkout, you’ll be able to add the recipient’s name and delivery address. When you reach the shipping section, simply tick the box that says “Ship to a different address” – and you’re all set! Your gift will be on its way in no time.

Will my order arrive in a white gift box?

If you buy our items separately, each item will be placed in its own box. However, if you purchase any of our gift boxes, items will be packaged together in our signature white gift box. You can build your own 3 item gift box by clicking the link below:

Build Your Gift Box – 3 items – Valentte.com

Or try our Best Selling Gift Box with a candle, diffuser and room mist.

Best Selling Gift Box – Valentte.com

I can’t smell my Reed Diffuser as strongly as I expected to, is there anything I can do?

Let the reeds soak in the diffuser when you first insert them and then flip them after it’s been left overnight. This should then activate the scent. You can manage the fragrance output by adding or taking away reeds. More reeds means a stronger scent, but this will use up the oil faster! Also, check the room temperature – diffuser reeds emit the fragrance better at ambient temperatures.
If you are still unhappy with your diffuser, contact customer services who will be happy to help!

I have used different reeds before with other companies. Can you tell me more about your reeds.

Our premium fibre reeds are manufactured specifically for this purpose. Their structure and composition is designed for optimal fragrance diffusion. The pores are consistent in size, allowing the fragrance oil to saturate the reed steadily, producing a constant fragrance throw.

How can I stop my candle tunnelling around the wick?

Firstly, please make sure that when burning the candle you do so for at least 2 hours or until the top layer of wax has melted to the edges of the glass. The candle wax will then use this as a template to follow next time it burns. This will stop the wick tunneling down and help it to burn evenly.

There is a mushroom shape at the top of my candle wick, what does that mean?

This is totally normal for our candles – it sounds like the wick needs trimming. Because our candles are very heavily scented, you may see mushrooming at the end of the wick. We suggest you trim the wick to around 5mm before each burn to remove the mushroom tip.

The pump on my body lotion or hand wash isn’t working properly. How can I fix it?

Have you tried screwing the collard on the bottle tightly, right the way down? This might sound like an obvious solution, but we find this is the most common reason for pumps not working! If you are still having issues, please contact our Customer Service team who will be happy to help.

What scent is my diffuser?

Our products arrive in uniform packaging. You can identify your product by checking the sticker on the bottom of the vessel itself.

Recommendations

I have never shopped with you before, what scent would you recommend?

Our most popular scent is Lemongrass and Rosemary, a fresh, fruity and uplifting scent, great for a large kitchen or bathroom. If you are looking for a spa-like scent, try White Neroli and Lemon, or for something more musky, we recommend you try Patchouli and Eucalyptus. 

I would like my candle/diffuser to fill a large space, what scent would you recommend?

Lemongrass and Rosemary, White Neroli and Lemon and Patchouli and Eucalyptus are our strongest scents and work well in large rooms. Remember to not put your diffuser or candle in front of a draft or window to make sure you maximise on the smell! Reed diffusers work best in warmer temperatures.

I don’t like really strong smells, which fragrance would you suggest?

Our Darling Rose, Jasmine & Rosewood or Mediterranean Lemon & Amber scents are less intense and not too overpowering.

How long should I burn my candle for?

Our candles have a 40 hour burning time; we recommend burning them for a minimum of 2 hours and maximum of 4 hours each burn. When there’s 10mm of wax left at the bottom of the glass, it’s time to stop burning your candle – burning the candle right down to the bottom can cause the glass to overheat.

Is there anywhere I should not put my diffuser?

Reed diffusers should not be placed on delicate surfaces as some fragrance oils can damage surfaces. We have added a note on the bottom of our diffusers and refills asking customers to please be careful when flipping the reeds. You should also avoid putting your diffuser in direct sunlight. UV light can change the colour of the oil!

Promotions & Newsletter

How do I sign up to receive offers and promotions?

You can join the thousands of happy customers on our mailing list. We’ll email you with daily offers and new products and promotions. You can even manage how many emails you wish to receive from us. It’s quick and easy to sign up! Join The Newsletter – Valentte.com  

How do I write a review?

We’d love to hear your review! You can leave a review by visiting our website and finding the product that you have bought, then click on the ‘Write A Review’ section and fill in the online form. Once you are happy with your review, click ‘Submit’. 

If you have an issue with your item, please contact customer services who will be happy to help resolve your issue before leaving a review. Thank you for your time in leaving a review – we really appreciate it!

How does the multi-buy work?

You have the option to get either a 10% discount for 2 items or a 15% discount for 3 items. Just remember, it has to be the same product to get the discount.

Once you add an item to your cart, you’ll see some orange buttons. Simply click on the discount you prefer, and you’ll see the price change. Then, you can proceed to the next checkout stage, where you’ll see how much discount has been applied.

How do I add the free product?

Orders over £50 qualify for a free product, You will need to add a coupon code on the first stage of the cart to ensure it adds onto your order. You can watch this video to help further:

Coupon Freebie – Valentte.com

Other

What is your returns policy?

We understand that in some instances, you will need to return an item due to a change in circumstances, incorrect sizing, or simply changing their mind. We offer a 90-day money-back guarantee on all purchases; simply visit our returns page https://valentte.com/returns/ which will guide you through the steps to make your return. If you have any issues, don’t hesitate to contact our friendly Customer Service Team who will be happy to help.

Do you sell your products in shops?

No, we don’t sell our range in shops. We sell direct to our customers via our website. Every order is made, packed and dispatched from our warehouses in Winsford, Cheshire. This means we can ensure that our customers are receiving the best quality products, at the best possible prices.

Are your products suitable for animals?

None of our products are edible and should be kept well out of reach of animals. Seek veterinary advice if you think your pet has consumed any of our products. 

Not Found What You Need? Contact Us!

Support Chat

Message Our AI Support Chat!

Phone Lines

Monday – Friday: 08:00 – 20:00
Saturday – Sunday: 08:00 – 16:00

0800 086 9311

Email Support

Monday – Sunday
support@valentte.com

Customer Reviews

Based on 28964 Reviews.

07/07/2025

Moyra Smith

Reed Diffuser – Geranium & Garden Mint

I love this fragrance! Having been given a Valentte gift box a few years ago I was a convert to...

06/07/2025

Susan Glew

Reed Diffuser – Orange Blossom & Petitgrain

gorgeous natural smelling scent, love all Valentte home fragrance.

06/07/2025

Marie

Reed Diffuser – Pure Lavender

I love this one best. Been buying this for years.

05/07/2025

Tracey King

Reed Diffuser – Lemongrass & Rosemary

Absolutely love this product the smell is amazing and lasts right to the end

05/07/2025

Pat Wood

Reed Diffuser – Sea Salt

This is the first time I have tried this fragrance and I wasn't disappointed its lovely and fresh,smell really clean...

04/07/2025

Anne Cook

Reed Diffuser – Bergamot & Lemon

I have many of these diffusers but my favourite are all the citrus ones, mostly lemon eg. lemon & rosemary,...

04/07/2025

Anne Edgeworth

Reed Diffuser – Lemongrass & Rosemary

A friend introduced me to Valentte and now it’s my go to for diffusers and candles! The Lemongrass & Rosemary...

03/07/2025

Ailsa

Reed Diffuser – Lemongrass & Rosemary

Lovely, fresh smell. I'll definitely be getting this again!

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